Summary

The purpose of the Customer Support Representative is to have a responsible person capable of engaging with our customers in the field. This person would be responsible for calling on all existing customers to gather information regarding their satisfaction level with their local service center and local sales support. This person would also make visits to potential new customers to promote our services and products. Position requires extensive travel up to 5 days per week to cover our entire dealership territories: Texas, New Mexico, Louisiana, Utah, and Nevada.

Duties and Responsibilities

Unless otherwise specified, the Customer Support Representative is responsible for all daily internal service related interactions. The responsibility includes, but is not limited to, a dedication to the companys mission statement, and to promote 100% customer satisfaction.

• Adhere to all company policies as defined in the SMEG Company Handbook
• Direct interaction with customer base within a defined territory but also may be required to visit customers outside of a defined territory. A minimum of 5 customer contacts per week are expected.
• Visit with customers to check on their position and understanding about our company and its services.
• Maintain neat and professional personal appearance at all times. Slacks and clean company provided polos or long sleeve shirts are required for customer visits.
• Provide upper management with weekly visit reports, to include dialog both positive and/or negative and any additional information to assist the service with improvement needs.
• Collect data on customer equipment inventory, and current service providers. Provide feedback and reports as to what brands of equipment assets a customer currently owns.
• Participate in weekly Service Manager & Regional Conference calls.
• Attend trade shows with service & sales staff to offer service support to customers.
• Maintain accurate and legible company designed reports and paperwork.
• Notice and report potential problem areas to management before they arise. Utilize the company chain of command when communicating information. Attempt to get information to the person who can most expeditiously solve the issue but let everyone in the chain know.
• Maintain a successful working relationship with Pierce Manufacturing personnel.
• Must maintain safe driving habits at all times during use of company vehicle.
• Attend any industry related training programs requested by the organization

• The Customer Support Representative must be able to clearly demonstrate their ability to build and maintain relationships with the organizations customers.
• Experience within Fire and Emergency related industry is a plus.
• Proven track record of success.
• Excellent listening skills and the ability to take quality notes during meetings.
• Excellent communication skills, both verbal and written
• Exceptional organizational methods and time management.
• Must possess self-motivational skills.
• Dedication to customer service and business success.
• Ability to engage in and maintain positive relationships with employees and customers.
• Computer skills: Must be proficient with Microsoft Outlook Email, Microsoft Word & Excel programs, as well as company provided software. Utilize CRM for tracking your movements and tasks performed and enter information daily, preferably right after contact.
• Prior leadership and management experience a plus.

Training Programs and Regular Business Meetings:

With appropriate notification, the Customer Support Representative agrees to attend and participate in all career specific seminars, training courses, industry related certification programs, and internal company training and/or meetings recommended or scheduled by the business owner/operator.

General Conduct:

It is the responsibility of the Customer Support Representative to at all times conduct him/herself in a professional manner. This includes the agreement not to use any foul or objectionable language towards any customer, vendor, co-worker or employee. To refrain from any negative comments about any customer, vendor, competitor or employee. As a Customer Support Representative you are expected to maintain composure with all customers, vendors and employees at all times and to carry out all defined duties in a professional manner.

Education and/or Experience

• High school diploma or GED
• Clean driving record with or able to obtain a Class B non-exempt CDL driver's license or obtain within six (6) months of hire/transfer
• 5 plus years with experience in an automotive service related industry
• Knowledge of repair principles and procedures in all areas of the heavy truck repair industry a plus

Certificates, Licenses, Registrations

• EVT (Emergency Vehicle Technician) and ASE Heavy Truck Certifications a plus